Agent Desktop · Live Call

Sarah Thompson · Home Internet & Billing

Customer calls the provider: unreliable internet all week and an unexpected bill increase.

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Live Transcript

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Customer 360

Sarah Thompson

Account #RG-4471028 · Customer since 2016 · High value

InternetWirelessStreaming Bundle

Recent Events

  • Open network ticket · NET-88231 (neighborhood congestion)
  • Promotional discount expired · August 1
  • 3 contacts in the last 14 days

Current bill

$164.32

Prior bill

$141.32

Avg. monthly usage

1.4 TB

Open cases

1

Detected Intents

Billing ConcernHome Internet IssueChurn RiskConfidence 96%
AI Assistance

Sentiment

Neutral

Customer Effort: Low

Churn Likelihood: Low

Agents activated

Multi-agent orchestration, live

Each agent activates automatically as the conversation evolves.

Agent 1

Conversation Intelligence Agent

  • · Speech to text
  • · Intent detection
  • · Topic classification

Standby

Agent 2

Customer Context Agent

  • · Customer profile
  • · Recent cases
  • · Service history
  • · Products owned

Standby

Agent 3

Knowledge Agent

  • · Product documentation
  • · Troubleshooting guides
  • · Billing FAQs

Standby

Agent 4

Sentiment Analysis Agent

  • · Emotion tracking
  • · Customer effort
  • · Churn likelihood

Standby

Agent 5

Coaching Agent

  • · Real-time suggestions
  • · Tone guidance
  • · Behaviour nudges

Standby

Agent 6

Resolution Recommendation Agent

  • · Root cause
  • · Next best actions
  • · Offer guidance

Standby

Agent 7

Escalation Agent

  • · Escalation requests
  • · Compliance
  • · Supervisor intervention

Standby

Automatic CRM update

Documentation written the moment the call ends

No manual entry required. No after-call work.

Case summary generates automatically at call completion.

Organizational intelligence

After the call, the enterprise gets smarter

Post-call agents turn every conversation into themes, knowledge, coaching and executive insight.

Theme Intelligence Agent

Processes thousands of calls

  • Internet reliability complaints increasing +18%
  • Billing confusion increasing +12%
  • New modem firmware issue emerging

Knowledge Management Agent

Many agents handling the same question repeatedly

  • New knowledge article recommended
  • Topic: Internet promotion expiration explanation
  • Estimated deflection: 4,200 contacts / quarter

Training Agent

Analyzes call effectiveness

  • Top agents use empathy statements early
  • Recommendation: add behaviour to onboarding training
  • Projected handle time impact: -11%

Executive Insights Agent

Creates leadership dashboard

  • Top issues: Billing changes, Network congestion, WiFi coverage, Device activation
  • Churn drivers and sentiment trends refreshed hourly
  • Escalation trend down 9% week over week